POSITION DESCRIPTION

Supports software applications used by International staff and Local Union staff. Software applications support to Local Union staff comprises the majority of the job. This position is located in Harmarville, Pennsylvania.

EDUCATION AND/OR EXPERIENCE

A minimum of three years in a help desk/computer trouble shooting environment or a related Bachelor’s degree. A background in teaching/training preferred.

COMPUTER/SOFTWARE SKILLS

Proficient with the latest Windows software. Report writer software experience is a plus, but not required. Intermediate knowledge of Microsoft Office Suite including Excel, Access and Word.

COMMUNICATION SKILLS

Strong written and oral communication skills are required. Ability to comprehend vendor technical manuals.
Ability to present information and respond to questions from groups or individuals.

OTHER KNOWLEDGE/SKILLS/ABILITIES REQUIRED

Excellent interpersonal skills particularly while providing help desk support.
Ability to work under time pressure and to juggle multiple priorities.
Ability to read, record, analyze and interpret statistical information.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to work with limited or no supervision.

INCLUDES THE FOLLOWING. OTHER DUTIES MAY BE ASSIGNED. THIS LIST IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED.

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• Supports the end user community related to software programs and applications. Applications are both homegrown and acquired.

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• Provides first line of help desk support. Support calls generally come in on an 800 number at the International and the Harmarville Office. Logging all end-user support interaction is required.

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• Provides end user software training and works with end users to analyze problems, improve operations.

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• Assists in the testing of new software releases.

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• Installs software packages and updates at Local Unions and other chartered bodies.

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• Interfaces with developers and other IT staff when software bugs are found, or new enhancements identified.

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• Creates end user reports using various report writers and SQL reporting services.

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• Follows departmental standards and assist in preparing and updating documentation.

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• Participation in continuous learning is a must.